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Customer Support Associate (Tuesday-Friday 12pm-8pm/Saturday 9am-5pm)

| Greater Boston Area
Cogito is searching for a Customer Support Associate to join our Customer Success team! The ideal candidate has outstanding customer-facing skills, experience supporting end users, and aptitude for learning new technologies.
The candidate must possess a strong desire to support customers by taking ownership of problems and providing top notch customer service. The candidate must also have a drive to make things better, demonstrate consistent follow-up, and never stop delivering value to Cogito’s customers.
Those who thrive in this role are entrepreneurial, hands-on, and obsessed with customers. This role reports to the Customer Support Manager and will work closely with other Customer Support team members to bring the overall Customer Support vision to life at Cogito!

Responsibilities:

  • Help customers troubleshoot and navigate through processes and bugs regarding Cogito’s software in an articulate & empathetic way over email, chat, phone and/or in-person while meeting or exceeding stated service level agreement (SLA) timeframes
  • Manage and track issues to ensure accurate and complete resolution
  • Establish priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines
  • Perform routine cloud-based services monitoring and escalate unexpected issues for correction when needed
  • Contribute articles to our customer-facing knowledge base in an effort to promote self-help for our customers
  • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism

Requirements:

  • 4 year degree
  • At least 1 year in a support related Level 1 or Level 2 role
  • Experience monitoring SaaS or cloud-based services such as CloudWatch, Sumo Logic, or similar systems
  • Willingness to work on a rotating shift basis as needed
  • Formal experience with SaaS application troubleshooting
  • Experience with ticket triage
  • Ability to multitask and work in a fast paced start-up culture

Skills:

  • Experience working in a Customer Support/Success environment
  • Experience with help desk software; i.e. Zendesk, Service Desk, or Service Cloud
  • Excellent communication and documentation skills
  • Exceptional understanding of customer service, technical issue resolution, and support best practices
  • Experience with incident management (e.g. outages) and customer communication
  • Demonstrated ability to work independently and adapt your style to rapid organizational and platform change
  • Experience creating knowledge base articles and product documentation

Benefits
• Your choice of comprehensive benefits for you and your family’s health, dental, vision, disability, and life insurance
• Frequent catered lunch and live product demos
• 401(k) retirement plan options
• Ongoing professional development and cross-training
• 20 days vacation time, 5 days sick time, 2 floating holidays and 11 company holidays (yes, Patriot’s Day is a holiday)
• 2 "Be Gentle" personal days
• Company paid parental leave upon hire
• Competitive pay, stock options, and annual bonus eligibility
• Casual dress and fun office atmosphere
• Pre-tax commuter benefits
• Stocked groceries in the kitchen
• Office location in the heart of Boston with convenience to the MBTA lines
Equal Opportunity Employer
Cogito is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status.
Authorization to Work
Applicants for employment in the US must be authorized to work in the US.

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Technology we use

  • Engineering
    • JavaLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • SpringFrameworks
    • PostgreSQLDatabases

Location

Located in the heart of the financial district above High Street place in a building with great amenities including a roofdeck.

An Insider's view of Cogito

How would you describe the company’s work-life balance?

We provide 20 days of PTO, 5 sick days, 2 floating holidays, and 2 personal days in addition to 11 paid holidays. We truly want our employees to strike a work/life balance. We also provide flexible schedules and different work from home options.

Derek

Talent Manager

What does your typical day look like?

I begin the day with some team meetings. In the middle of the day, I spend as much time as I can at my desk coding and discussing technical stuff (that’s the technical term) with colleagues or video chat meetings. Later in the day, I might present at or attend architectural meetings to more broadly discuss concepts related to the work I’m doing.

Jimmy

Sr. Software Engineer

What are some things you learned at the company?

I enjoy a lot of things including that I am always learning, there are so many intelligent people here from different backgrounds that are fascinating to me. There is a deep sense of collaboration across different functional areas. I work with engineers, product, and behavioral science connect the dots to which brings Cogito to life.

Daniella

Program Manager

How do your team's ideas influence the company's direction?

By driving growth for Cogito – In marketing we are doing that in a number of different ways. We make the Cogito brand recognizable and synonymous with technology. We publicly celebrate the success of our customers, and generate demand through campaigns and programs. Additionally, we enable sales with tools and content that drive interest.

Steve

VP of Marketing

What’s the vibe like in the office?

Collaborative, in the sense that it is an open space, you can stand up and talk to the person in front of you, you can look to your lef or right and talk to your team members. When you are working on projects you have to at least work with one or two people from another department and so you just get another perspective on things.

Jasmine

Customer Support Associate

What are Cogito Perks + Benefits

Cogito Benefits Overview

We provide generous PTO in additional to a collaborative office environment. We have weekly happy hours, monthly town halls and an accessible leadership team.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Pool Table, Foosball.
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per week.
Recreational Clubs
Professional Development Benefits
Cross functional training encouraged

Additional Perks + Benefits

We build software around emotional intelligence and are doing the same with our culture. We provide flexible schedules and work from home policies to accommodate our employees.

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